REFUND & CANCELLATION POLICY

1. Introduction

This Refund and Cancellation Policy governs all online DRS (Doctor) consultations and payments made through the Oncomed Clinic website (www.oncomedclinic.com). By booking and paying for a consultation online, patients acknowledge and agree to the terms outlined in this policy.

Oncomed Clinic is committed to providing compassionate, high-quality oncology care. We understand that circumstances may require changes to scheduled appointments. This policy has been designed to be fair to both patients and our medical professionals while ensuring continuity of care.

2. Scope of This Policy

This policy applies to:

• Online DRS (Doctor) consultation appointments booked via the Oncomed Clinic website or any authorised booking portal.
• Online payments made through the clinic's payment gateway for consultation fees.
• Teleconsultation (video/audio) sessions with Dr. Randeep Singh or Dr. Satinder Kaur.
• Follow-up online consultations where advance payment has been collected.

3. Appointment Booking & Online Payment

3.1 Booking Confirmation

An appointment is considered confirmed only upon receipt of full payment of the applicable consultation fee through the online payment gateway. Patients will receive a confirmation notification (via email) upon successful booking and payment.

3.2 Payment Methods

The following online payment methods are accepted:

• Credit / Debit Cards (Visa, Mastercard, RuPay)
• UPI (Google Pay, PhonePe, Paytm, BHIM)
• Net Banking
• Wallets (as available on the payment gateway)

All transactions are secured via PCI-DSS compliant payment gateways. Oncomed Clinic does not store any payment card information.

3.3 Payment Confirmation

Upon successful payment, patients will receive a transaction reference number. Please retain this for future reference in case of any refund or dispute.

4. Cancellation Policy

4.1 Cancellation by the Patient

Patients may cancel a scheduled online consultation subject to the following conditions:

4.2 Rescheduling by the Patient

Patients may reschedule a consultation once without additional charges, provided the request is made at least 24 hours before the scheduled appointment time. Rescheduling requests within 24 hours of the appointment will be treated at the discretion of the clinic.

4.3 Cancellation by the Clinic (Oncomed Clinic)

In the event that Oncomed Clinic must cancel or reschedule an appointment due to any of the following reasons, a full refund or free rescheduling will be offered:

• Doctor unavailability due to medical emergency or unforeseen circumstances.
• Technical failure of the teleconsultation platform on the clinic's end.
• Force majeure events (natural disasters, government-mandated shutdowns, etc.).
• Any other reason attributable to the clinic.

In such cases, patients will be notified via phone or email at the earliest opportunity.

5. Refund Policy

5.1 Eligibility for Refund

Refunds will be processed only under the following circumstances:

• Cancellation by the patient as per the timelines specified in Section 4.1.
• Cancellation or failure of consultation attributable to Oncomed Clinic.
• Double or duplicate payments made erroneously by the patient.
• Technical failure of the payment gateway resulting in a failed transaction where the amount was debited from the patient's account.

5.2 Non-Refundable Cases

Refunds will NOT be issued in the following situations:

• The consultation was successfully conducted and the doctor provided medical advice.
• The patient chose not to attend (no-show) without prior notice.
• Dissatisfaction with the medical opinion or advice given by the doctor (as medical opinions are professional judgments and not subject to commercial refunds).
• The patient provided incorrect contact or technical information that prevented the consultation.

5.3 Refund Process

To initiate a refund, patients must:

• Contact Oncomed Clinic at Oncomedclinics@gmail.com or call +91 88601 03234.
• Provide the appointment booking confirmation number and payment transaction reference.
• Submit the refund request within 5 days of the scheduled consultation date.

All valid refund requests will be reviewed within 1-2 business days. Approved refunds will be processed to the original payment method used at the time of booking.

5.4 Refund Timeline

6. Technical Issues During Online Consultation

Oncomed Clinic acknowledges that technical disruptions can occur during teleconsultations. The following provisions apply:

6.1 Technical Failure on Patient's End

If a patient experiences internet or device issues that prevent them from attending the scheduled consultation, this will be treated as a patient no-show. No automatic refund will be issued. However, the patient may contact the clinic within 2 hours of the scheduled time to request a one-time rescheduling at the clinic's discretion.

6.2 Technical Failure on Clinic's End

If the consultation cannot be completed due to a technical failure on Oncomed Clinic's end (platform outage, doctor's connectivity issues), the patient will be offered:

• A full rescheduling of the consultation at no additional charge, OR
• A full refund of the consultation fee.

Patients should notify the clinic within 24 hours of such an occurrence.

6.3 Partial Consultation

If a consultation is interrupted after the doctor has commenced the session and has provided meaningful medical guidance (generally more than 10 minutes), the consultation shall be deemed completed and no refund shall be issued.

7. Payment Disputes & Failed Transactions

If a payment is debited from a patient's bank or card account but the booking confirmation is not received:

• Please wait for up to 2 business hours, as bank settlement delays can occur.
• If the confirmation is still not received after 2 hours, contact us at Oncomedclinics@gmail.com with the transaction ID and bank reference number.
• We will verify the payment with our payment gateway and issue a full refund if the payment was received but the booking failed.

Oncomed Clinic is not liable for delays caused by the patient's bank or payment gateway provider.

8. Special Circumstances

Oncomed Clinic recognises the sensitive nature of oncology consultations. In exceptional circumstances — including but not limited to patient hospitalisation, medical emergencies, or bereavement — the clinic may, at its sole discretion, waive cancellation charges or offer full rescheduling. Patients or their families are encouraged to contact us directly to discuss such situations.

Contact us at: +91 88601 03234 or Oncomedclinics@gmail.com

9. How to Cancel or Reschedule an Appointment

To cancel or reschedule an online DRS consultation, follow these steps:

• Step 1: Contact Oncomed Clinic via email at Oncomedclinics@gmail.com or call +91 88601 03234.
• Step 2: Provide your appointment date, time, and booking reference number.
• Step 3: State whether you wish to cancel or reschedule.
• Step 4: For refunds, provide your bank account or UPI details for processing.
• Step 5: Receive a confirmation of your cancellation/rescheduling request via email or SMS.

Office hours for phone support: Monday to Saturday, 9:00 AM to 5:00 PM (IST). Email support is available 24/7 and will be responded to within 1 business day.

10. Amendments to This Policy

Oncomed Clinic reserves the right to amend, modify, or update this Refund and Cancellation Policy at any time without prior notice. Any changes will be effective immediately upon publication on the website (www.oncomedclinic.com). It is the patient's responsibility to review the current policy before booking a consultation.

11. Governing Law & Jurisdiction

This policy is governed by the laws of India. Any disputes arising from or related to this policy shall be subject to the exclusive jurisdiction of the courts of New Delhi, India.